Cowboy Reviews 6,394

My bike was deliverd not only 6 months later than promised but came with a problem in the crank axle. I have not managed to talk to any of their support technicians because you always ending up in AI chatbots which are not able to solve the problem and always refer to other AI generated chatbots. Stucking in a loop of AI without a solution to use my bike.

Cart doesn't work. Throws error message after adding options. After the error message you can no longer navigate to the cart page.

Even though I received a discount code, that didn't work, it said that it's not available to me at this time. I tried several times later on but nothing changed.

After posting 2 trustpilot reviews (and getting those answered) I'm still being ignored by Cowboy (since may). Stop ignoring me and I might stop posting bad reviews.

Ordered some nuts for my 2.5 year old bike, and asked the support team if I could add brake pads on the same order. Since the latter was not in stock, and would ship in a month, they reduce for me the shipping costs to a mere 3€ for the second order. Overall support was very friendly and nice! The parts arrived from Belgium to Spain in 6 working days (parts ordered on a Friday, and shipped on Tuesday).

- Was a month delay of delivery my Bike

- After a 2 months of using the bike, the battery broke which they replaced but it took 4 weeks.

- after 9 months of use, my belt drive snapped and they advised they can replace but they are out of stock...

they said it will take 4 weeks and on the 4th week i asked for an update and they advised there is a delay but i can try and purchase one from a store and they will reimburse me.

I bought one for 120 eur from a store and provided my bank details for reimbursement and they advised it may take a few weeks. Its now 6 weeks later and still no refund... their CS chat is now unresponsive for 2 week.

To say your spending thousands, their organisation is pretty terrible.

The bike is great, but the service terrible. i thought they would learn from seeing Van moof have similiar issues. but obviously not.

Absolutely terrible service.

Sold my bike but can't disconnect the bike from my account due to insurance which only Cowboy can fix.
The only way to contact Cowboy is through the chat but I get no reply!

Still waiting for my Cowboy bike, and honestly, this has been nothing but a joke. They happily took my money, but what do I get? Silence, excuses, and endless waiting.
• Delivery scam vibes: You pay thousands for a bike and then… nothing. Weeks go by and the only thing you ride is your patience.
• Customer service = non-existent: Try contacting them. Good luck. You’ll get either copy-paste replies or, most of the time, no reply at all. It feels like shouting into a void.
• Empty promises: Their ads scream about “premium experience” and “urban freedom.” Reality? You’re stuck checking your email daily like a fool, wondering if your bike even exists.
• Family already laughing at me: I told them I bought a Cowboy, and now every time I mention the delivery, they roll their eyes and say, “Still waiting for your invisible bike?”

Honestly, Cowboy feels less like a bike company and more like a bad joke with a glossy website. If this is how they treat customers before even delivering the product, I can only imagine the nightmare once the bike actually arrives (if it ever does).

Verdict: Save your money, buy from a real company. Cowboy is all hat, no cattle.

I ordered a Cowboy Cross ST back in May, with a promised delivery date of August 26th. That turned out to be a complete lie. I tried to contact Cowboy multiple times, but there was absolutely no response – emails ignored, no support, no communication at all.

This company shows a total lack of transparency and professionalism. They blatantly lie about delivery dates and leave customers in the dark.

Three of my friends also placed orders, and all four of us ended up cancelling. With this kind of treatment, Cowboy does not deserve anyone’s trust.

I strongly do not recommend Cowboy.

This is an updated review following my previous post about Cowboy’s lack of communication and the 9-month delay in delivering my bike.

Since then, I formally cancelled my order after being ignored for months. Cowboy acknowledged the cancellation, but weeks later, I still haven’t received my refund — despite being told it would be processed.

At this point, Cowboy is holding my money with no product delivered, no communication, and no accountability. This is no longer just poor customer service — it feels like I’m being scammed. They’ve taken my money and failed to provide either the product or the refund, and are now completely silent again.

I’ve exhausted private emails and only get vague or public-facing responses when I post on platforms like Trustpilot. There’s no excuse for a company in this price range to operate like this.

To be clear:

My order was cancelled.

No bike was shipped.

No refund has been issued.

Cowboy is keeping my money.

I am demanding an immediate refund, and I urge others to be extremely cautious before buying from this company. The pattern of delays, ignored communication, and withheld refunds is deeply concerning.

This should not be how any business operates — let alone one that presents itself as premium.

Very dishonest company.
Ordered a bike in December 2024, still not arrived.
Canceled order over six weeks ago and they promised a refund within 14 day - still waiting...
Originally ordered December 31st 2024 with a promised delivery of February/March, then promised for April, then June, then July, when they then said August I completely lost faith in the company and cancelled the order. Refund was promised within 14 days…that was on July 14th.
In the meantime, I’ve missed out on two scheduled biking holidays and they’ve had my money for eight months!!

So here we are on October 14th, still waiting three months after Cowboy promised a refund “within two weeks”!
Their reply to my original review was just a load of AI-generated platitudes amounting to zero actual action.
So disappointing when the potential was there - marketing over substance.

Cowboy issued a product recall notice for their faulty bike at the start of the year. Four months later they have neither replaced the faulty bike nor given me a refund. The bike was my only form of transport. They do not care.

Buying the bike was great. I used the Halfords-owned cycle to work scheme through my work, and the company were very helpful in guiding me through the process, getting the voucher, and getting it spent. The bike arrived on time, and is great! I love it!

Unfortunately, someone drove a car into my bike when it was parked up, buckling the wheel beyond repair. On 2nd June, I ordered a new wheel with a 60 day lead time, which is annoying, but hey ho, it’s an unfortunate event.

A with a couple of days until my target delivery date, I was surprised to not have an update or tracking number. I logged on to check my order, and was still assured by my order tracker and Flo AI that it was on track for an August 2nd delivery. I was also assured by the various literature online and Flo AI that any changes would be emailed to me.

The next day (the day before my target delivery date), I logged back on for another update, hoping I had missed an email. I hadn’t. They had simply decided to push back my delivery by another 1-2 months without explanation or even notification.

So now, approaching three months since ordering a wheel, I am still awaiting a further update. I am trapped in endless loops of AI conversation, with the model refusing to put me through to an agent. I have wasted three whole months of theft insurance (bike currently locked in a police station so hardly likely to be stolen) and countless hours of chasing updates.

To add insult to injury, I occasionally get a message telling me it’s been a long time since I used the bike, and that I might be damaging the battery by such an extended period of non-use. So I can’t wait to experience the same rigmarole when my battery is broken too.

The product is great when it works. When it doesn’t, the flaws in Cowboy’s supply chain and customer services really show. Wish I’d sacrificed the coolness and removable battery and gone with a bike with more readily available parts.

This is how you lose customer:

I love my old Cowboy C3 - I’ve ridden 11000 kilometers on it!
So, I placed an order for a Cruiser on 2024. November 6. (Order #---903).
Delivery was promised for February or March. But nothing happened until July 8, 2025, so I requested a cancellation. I was told the refund would be made within 14 working days.
Today is August 24 - almost 8 weeks later, and I didn't received refund.
Usually, AI replies to my dozens of emails.

I am a very patient person. But if I am not continuously informed about the reason for the delay, I lose my patience.

How can a company like yours fail to organize a functional customer service? Or do you simply not want to?
Where is my €2,592.00?

Since my last review my bike has officially stopped working, and Alessandro from customer service is not replying to my messages, so I can’t even get the spare part or schedule a repair…. This is horrendous

Recently bought my Comboy bike and until now I am very pleased with the experience.
The bike is a headturner and the automatic gear is very pleasant to use. I sincerly hope that the new investment will bring a good vibe and that all issues will disappear in the future. The Cowboy community must continue!

I created a TrustPilot account just to post this desperate cry for help.

I was pumped about getting my Cowboy a couple years ago. Some regular, understandable issues started popping up with the bike. Then the battery seemingly loses power halfway through rides? No problem, Cowboy offers maintenance coverage, even in SF, where I live. Or so I thought...

Not only can I not get anyone to help fix the proprietary parts, I can't even get anyone to respond to me at Cowboy. Every single contact avenue directs you to their AI chatbot, which I've communicated with until they said I would be contacted by a human in a few days. That was almost a month ago. Every repeated attempt to contact them, even using their AI chatbot, has gone completely unanswered. I have the receipts to prove it.

I hate trashing on a company, especially one that has worked as hard as Cowboy to make a bike that is this fun to ride. But unfortunately, it seems like my only method of getting attention or someone to even talk to is on TrustPilot. I hope that Cowboy can send me an email or respond here, so that I can start using my bike again, because otherwise, its a very expensive piece of metal sitting in my garage now.

I went to the shop to test the bike in January 2025, I liked it and it had a discount so I decided to buy it. I had to pay at that moment although they said that the bike would not be delivered until March. I found this was already an abuse because I was paying before having the product but ok, I accepted it. After the deadline indicated in the order was over, and after several unsuccessful attempts to reach Cowboy for information, the date in the order was changed to end of May, without any further explanation, mail, or justification whatsoever. Again when the May deadline was over, the date was changed again to July, I was supper disappointed so I went to the shop in Boulevard de la Regence and they said that they could not no anything, because the sales department is completely detached from the customers department. I said I wanted to cancel the order, as after more than 6 months I didn't receive my bike, and no explanation was given to me, so how can I trust that Cowboy would response if something would go wrong when I receive the bike. They said that to cancel the order I had to fulfil a document on line. Then they were supposed to reply within 14 working days. This didn't happen either, so I went again to the shop. They insisted that there was nothing they could do for me!!! they were the ones that sold me the bike, and then they completely disengage, they didn't really care if I cancel the order or not, I really don't understand this company policy. Probably they sold far too many bikes and they couldn't cope with the demand. My experience has been a total disaster. By the end of August, so 7 months and a half after having paid, I have not received my refund. I'm very frustrated. I strongly recommend NOT TO BUY A COWBOY

I love my bike, but the customer service is terrible! I've had a problem thay I raised back in June and I've had no satisfactory response! I've since asked him to close the ticket since we weren't actually getting anywhere and nothing. I can't raise a ticket about a separate issue until the close my unresolved tickets and they refuse to do that.

The agent literally stopped responding to me mid-conversation after I had asked a question and he didn't answer!

My suggestion is dont buy a Cowboy bike unless you can service it completely by yourself because customer service is nonexistent and you will not get help from them.

Gus was very helpful

I haven't been able to use my bike since February because the belt broke and they had no spare part and on top of that since June I am forbidden to use my bicycle because it has been recalled and unsafe to ride. No news from their team since the recall, I still don't have a bike and I am paying for theft insurance ... they have been ignoring my request for months now. Would not recommend.
[UPDATE] Cowboy said they would contact me and they did, I received an email asking for 300 Euro to extend my theft coverage for a bike I haven't been able to use for 7 months. NOTHING ELSE JUST ASKED FOR MONEY ! Outrageous
Downgrade to 1-star.